Never received my Lord of the Rings extended edition from Xfinity rewards

I redeemed the Xfinity reward for the movie Lord of the Rings extended edition yesterday on my account (you can still see it under the "active" tab on my account, I also have screenshots showing it's been redeemed) but the movie never showed up on my purchases. It says it can take "up to 2 hours" to show up, but it's been well over 24 hours now and all the other movies I've claimed in the past showed up right away, can I please get some help to get this movie on my account? Thank you.

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XfinityJeniece

Official Employee

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4.6K Messages

11 hours ago

Hey there, @Tigerl18, thanks for reaching out through Xfinity Forums regarding your account. I can understand wanting to get your movie, especially since it’s been over 24 hours and the reward shows as redeemed. Since it’s still listed as active but hasn’t appeared in your purchases, have you tried signing out of the Xfinity app or Stream app completely and signing back in to see if the purchase refreshes?

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Tigerl18

New Poster

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4 Messages

@XfinityJeniece Just tried that but it didn't work. The issue isn't the website, it's the movie not showing up in my account.

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9 hours ago

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XfinityVictor

Official Employee

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2.6K Messages

Tigerl18 OK, I would like to look at your account.Please send us a direct message with your full name and complete service address to "Xfinity Support". To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum

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8 hours ago

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Tigerl18

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4 Messages

@XfinityVictor ok it's sent

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7 hours ago

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johnbeavisadams

Visitor

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1 Message

7 hours ago

Same problem here. Fellowship extended just shows up in active but nowhere else. My X1 system also tonight told me there's a video outage that Comcast AI denies that it exists. I can't do a system refresh because of the mysterious outage.

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user_dm8y2

Visitor

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13 Messages

3 hours ago

I also successfully redeemed this movie and it never showed up on my account.

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Customer Service

Tigerl18

Never received my Lord of the Rings extended edition from Xfinity rewards

XfinityJeniece

Tigerl18

XfinityVictor

Tigerl18

johnbeavisadams

user_dm8y2

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